Customer Service Specialist

Job Description
Requirements

Contract: Part-Time - 16 Hour Flexible Contract

Shift Pattern:

Rotational weekend shifts between Friday and Monday.

Example rotation:

• Week 1: Friday & Saturday
• Week 2: Sunday & Monday

8-hour shifts per working day.

Shifts will primarily support peak operational trading periods.

• Handle inbound customer calls with a strong focus on First Call Resolution
• Take full ownership of customer issues from start to finish
• Accurately log and update customer records and actions taken
• Identify whether issues are Customer Service or Technical and act accordingly
• Support clients with:
• Orders and delivery queries
• Account access and verification
• Datman registration and basic troubleshooting
• Carry out proactive outbound calls (check-ins, promotions, follow-ups)
• Use phone, SMS, and email effectively to resolve issues
• Work consistently to defined KPIs covering quality, accuracy, and productivity

What we're looking forEssential (non-negotiable)

• Previous call centre or phone-based customer service experience
• Proven experience handling high call volumes
• Comfortable dealing with difficult or emotional customers by phone
• Strong spoken and written English
• High attention to detail and ability to follow processes accurately
• Reliable attendance and punctuality
• Comfortable receiving feedback and coaching to improve performance

Desirable

• Experience in payments, EPOS, or technical support environments
• Experience supporting customers in time-sensitive or high-pressure situations
• Hospitality or restaurant industry exposure (as a plus, not a requirement)

Our CORE values

We expect every Customer Service Specialist to demonstrate our CORE values daily:

• Care - Treat customers with respect, even under pressure
• Ownership - See issues through to resolution, not hand-offs
• Resolve - Focus on solutions, not excuses
• Educate - Help clients understand the tools they use

Benefits

• Flexible rotational weekend scheduling
• Structured training and onboarding programme
• Career progression opportunities
• High-performance operational environment
• Supportive and collaborative team culture
• Modern Dublin office environment